What I offer
Fractional Product Support
For Small to Mid-Size Medtech. I design Customer Operations for new or near-release devices, ensuring clear ownership, escalation paths, a knowledge base, and remote support. Past work cut admin effort by 97.5% and saved about $2,000 per case.
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Customer Operations Tools
Convert the tools developed by Engineering for their "product development" into "product support" tools.
Log File Engineering/Development
Work with Engineering to develop log files and log file entries that support customer operations in the diagnosis of field issues.
Experiences
Remote Support
Developed a process to deploy Remote Support to customers. Addressed customer needs for cybersecurity while making it easy for the customer service and the end-user to initiate. Saving up to $2,000 in customer operation costs per case.
Administrative Cost Reduction
Through an iterative process that included process development and technology deployment, we achieved a 97.5% decrease in administrative costs
